Piramal Pharma Solutions, a leading global Contract Development and Manufacturing Organisation (CDMO) and part of Piramal Pharma Ltd., has achieved a Net Promoter Score (NPS) of 55 for the time period representing FY2025 (April 2024 – March 2025). This serves as a testament to the Company's ongoing dedication to excellence and collaboration.
NPS is a widely recognized metric for gauging customer loyalty, measuring how likely customers are to recommend a given product or service to their peers. Piramal Pharma Solutions conducts annual customer and promoter surveys to assess its performance and ensure responsiveness to clients' evolving needs. These surveys are coordinated by the Company’s Customer Centricity team and validated by DNV, a third-party expert in assurance and risk management, ensuring accuracy and accountability.
The insights gained from these surveys are thoroughly analysed, informing business strategies and actionable plans for the year ahead. These plans are then further refined and implemented throughout the Organisation, optimising service delivery and client engagement across all business areas.
This year, Piramal Pharma Solutions’ NPS far exceeded the average negative score reported by many competitor CDMOs, reinforcing its position as a trusted leader in the industry.
This achievement can be attributed to Piramal Pharma Solutions' unwavering commitment to Patient, Customer, and Consumer Centricity, which is deeply embedded across its global network. The Organization prioritizes these stakeholders in every action and decision, ensuring its operational goals and business strategies align with their needs. This approach fosters enhanced communication and collaboration at every stage, strengthening long-term partnerships and deepening client relationships.
Piramal Pharma Solutions does not merely aim for customer satisfaction; it aspires to customer delight. By maintaining a central focus on its stakeholders' needs, the Company doesn't just meet client expectations but exceeds them.
“As we move ahead, the insights gleaned from this year's NPS survey will guide our strategic initiatives, enabling us to further enhance client engagement and operational efficiency,” said Peter DeYoung, CEO, Piramal Global Pharma. “We will remain committed to continuous improvement, refining our service offerings and enhancing our processes to ensure we bring the highest value to customers, consumers, and patients worldwide.”
The Customer Centricity team ensures the integrity of the NPS data by collaborating with various departments throughout the external assurance process. They manage the data collection and present the findings to the Board of Directors, who review the information for publication in the annual Sustainability Report, with assurance from DNV. This structured approach demonstrates Piramal Pharma Solutions’ dedication to transparency and accountability across all performance metrics.
